Manager, Customer Success Management

The Manager, Customer Success Management role at BlueCat is a high‑visibility, Remote position that drives the success of our enterprise customers while shaping the future of network automation. You will lead a dynamic team of Customer Success Managers, own the end‑to‑end lifecycle of client engagements, and ensure that our DNS, DHCP and IP address management solutions deliver measurable business outcomes. By translating complex technical value into tangible ROI, you directly influence renewal rates, expansion opportunities, and BlueCat’s reputation as a market leader in the networking and security space. This role offers a clear path to senior leadership, with exposure to product strategy, cross‑functional collaboration, and the chance to scale a best‑in‑class customer success operation across global accounts.

In this role you will:
- **Strategize and execute** customer success plans that align with client goals and BlueCat’s product roadmap.
- **Lead, mentor and coach** a distributed team of Customer Success Managers, fostering a culture of accountability and continuous improvement.
- **Drive adoption and utilization** of BlueCat’s automation platforms, conducting health checks, workshops, and executive business reviews.
- **Collaborate with Sales, Professional Services and Engineering** to identify upsell and cross‑sell opportunities, ensuring seamless hand‑offs and joint account planning.
- **Analyze usage data and NPS metrics**, delivering actionable insights to product and leadership teams to enhance the customer experience.
- **Resolve escalations** swiftly, leveraging deep technical knowledge of DNS, DHCP, and IPAM to maintain high satisfaction scores.
- **Report on key performance indicators** such as churn, expansion revenue, and time‑to‑value, presenting results to senior leadership.

You will report to the Director of Customer Success and work closely with product managers, solution architects, and global support teams, operating in a fast‑paced, data‑driven environment that values collaboration and innovation.

Joining BlueCat means becoming part of a purpose‑driven, Remote‑first culture where curiosity, integrity, and customer obsession are celebrated. We invest heavily in professional development—offering certifications, leadership training, and mentorship programs—to accelerate your career trajectory. As the networking industry evolves toward zero‑trust and automated infrastructure, your expertise will be pivotal in guiding customers through this transformation. BlueCat’s flexible work policies, inclusive community, and commitment to cutting‑edge technology make this a unique opportunity to lead change, grow your influence, and shape the future of network intelligence—all while enjoying the freedom of a fully remote role.